Customer Service Manager

Overview

Leads end‑to‑end customer experience, managing service team, processes and KPIs.

Key Responsibilities

• knowledge base
• journey mapping
• kpi dashboards
• crm admin
• order entry
• escalation mgmt

Tasks

-Build and maintain a searchable knowledge base (playbooks/FAQs) for internal use and self-service content for customers. -Map the customer journey and remove friction via process redesign and clear policies (credit holds, cut-off times, returns, warranties). -Partner with leadership to shape sales strategy from market and customer feedback, then review KPIs to find trends and report them in clear dashboards to drive better performance. -Partner with Logistics to proactively communicate ETAs, delays, and recovery plans. -Maintain dashboards on open orders and customer complaints. -Collaborate with Sales on customer onboarding, pricing/program clarity, and proactive communications. -Manage escalations (expedites, damage/shortage, pricing discrepancies); coordinate returns and warranty support with Operations and Quality. -Support Marketing on customer notices (launches, changes, recalls) and craft service messaging for campaigns. -Focus on voice-of-customer (VOC) by capturing feedback, analyze themes, drive corrective actions and close the loop with customers. -Establish service standards for response, resolution, and escalation; ensure consistent, branded communication. -Oversee order entry, changes, and status updates; coordinate with Operations to ensure on-time, in-full (OTIF) delivery. -Lead, coach, and develop the Customer Service team (workflows, schedules, 1:1s, QA, coaching plans). -Administer day-to-day use of CRM and related tools; ensure data quality and standard work.

Requirements

• customer service
• leadership
• crm
• ms dynamics
• excel
• bachelor's

What You Bring

-5+ years in Customer Service/Customer Experience leadership (B2B preferred); plumbing/HVAC/manufacturing environment a plus. -Frequently sitting, standing, walking, keyboarding -Prolonged periods of sitting at a desk and working on a computer. -Occasionally lift and or move up to 25 lbs. -Ability to lead and motivate a customer service team. -Requires speaking and hearing ability sufficient to communicate in person or over the phone. -Effective interpersonal skills to collaborate with internal and external stakeholders. -Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust and focus. -Detail-oriented with a focus on data accuracy and strong project management skills. -Bachelor’s degree in Business, Communications, or related field (or equivalent experience). -CRM experience required; familiarity with MS Dynamics preferred. -Strategic thinker capable of translating technical requirements/issues into a business context and vice versa. -Excellent written and verbal communication skills, along with adeptness in building presentations. -Proficiency in data analysis with a strong skillset in Excel, data analytics, visualization, and reporting. -Required to wear Safety Glasses & Steel/Composite toe shoes while in Warehouse or Manufacturing Areas -Requires sufficient hand, arm, and finger dexterity to operate a computer keyboard or other office equipment.

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About Centrotherm Eco Systems, Llc

-It quickly claimed market leadership in polypropylene flue-gas systems. -It engineers and supplies InnoFlue® vent systems and Air Excellent™ air-intake solutions tailored for OEMs, contractors, and wholesalers. -A string of industry firsts—ULC-S636/UL-1738 certification, North American PP vent extrusion, commercial-diameter options—underscore its innovative edge. -Beyond full-system offerings, it produces internal boiler and water-heater components for high-efficiency OEMs. -Its inventive product line even includes AcidiRID condensate neutralizers—compact, installer-friendly solutions for system longevity.

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